Crisis Services Manager

CAYA Collaborative Care•Bowling Green, KY

4d•$75,000 - $78,000•Onsite

About The Position

The Crisis Services Manager provides operational, administrative, and programmatic leadership for an assigned area of crisis and intensive community-based behavioral health services. The manager is assigned to either the Assertive Community Treatment (ACT) program or the 988/Helpline/RESPOND/CARE crisis-access services and is responsible for day-to-day operations, staff supervision, service quality, regulatory compliance, client access, and coordination with internal and external partners. The role works collaboratively with Behavioral Health leadership and other program leaders to improve services, support LifeSkills’ mission, and promote positive outcomes for individuals receiving services. Responsibilities include staffing, scheduling, performance management, quality improvement, documentation, program development, and community collaboration. Direct services may be provided as needed to support program operations and client needs. For the ACT program assignment, the manager supervises ACT team members, leads daily team and treatment-planning meetings, coordinates referrals and admissions, monitors records and regulatory compliance, supports treatment goals, maintains an appropriate caseload, and coordinates transportation and community-resource access. For the 988/Helpline/RESPOND/CARE assignment, the manager supervises and supports shift supervisors, monitors service benchmarks and outcomes, works with quality personnel on compliance and improvement, manages community-partner agreements, and is available for on-call matters as needed. The position requires a master’s degree in Social Work, Counseling, Psychology, or a related behavioral health field and the ability to be licensed by a Kentucky licensing board, along with at least three years of mental or behavioral health experience. The manager must have leadership, supervisory, organizational, communication, teamwork, and Microsoft Office skills; a valid driver’s license, automobile insurance, reliable transportation, and ability to travel throughout the region; and must pass required background checks and complete required training. Work occurs in office and community settings as required by the assigned program. The position may require flexibility for non-traditional hours and, for ACT assignments, transporting clients.

Requirements

Master’s degree in Social Work, Counseling, Psychology, or a related behavioral health field.
Ability to be licensed by a Kentucky licensing board.
Minimum of three years of experience in the mental health or behavioral health field.
Demonstrated leadership, supervisory, and organizational skills.
Knowledge of and commitment to the mission and principles of the LifeSkills Behavioral Health Division.
Excellent oral and written communication skills.
Ability to work effectively with multidisciplinary teams, clients, families, community partners, and other professionals.
Working knowledge of Microsoft Office products, including Outlook, Word, and Excel.
Valid driver’s license, proof of automobile insurance, reliable transportation, and ability to travel throughout the region.
Must pass required background checks and complete required training within specified timeframes.
Ability to maintain confidentiality and comply with regulatory, ethical, and organizational standards.
Ability to work effectively with individuals experiencing behavioral health crises and complex service needs.
Ability to work flexibly to meet program and client needs, including non-traditional hours when required.
Ability to sit for extended periods, stand, walk, bend, and move within clinic and community settings; travel across regional sites; use hands and fingers for computer and office tasks; and communicate effectively by speaking and hearing.
When assigned to ACT, ability to transport clients for appointments and community engagement as required.

Nice To Haves

Experience with ACT, crisis services, 988, Helpline, RESPOND/CARE, or other intensive behavioral health services is preferred.

Responsibilities

Direct day-to-day operations of the assigned program and maintain standardized processes and workflows for effective service delivery.
Collaborate with Behavioral Health leadership and other directors, managers, and coordinators to improve services, client access, and staff utilization.
Participate in recruitment, interviewing, hiring, onboarding, and retention; monitor staffing needs, scheduling, and productivity.
Supervise, coach, and manage staff performance, including evaluations, expectations, training, and credentialing.
Address employee and consumer concerns and complaints.
Assist with developing and monitoring program budgets.
Participate in required meetings, program development, and short- and long-term strategic planning.
Monitor program and documentation compliance with federal, state, payer, and organizational requirements; track benchmarks, performance indicators, and client outcomes; and implement corrective actions with quality personnel.
Prepare for and participate in audits, reviews, state meetings, and other external monitoring activities; maintain confidentiality and comply with HIPAA and applicable ethical and regulatory standards.
Build relationships with hospitals, emergency services, law enforcement, courts, and community and behavioral health partners to support referrals, transitions, discharge planning, continuity of care, and coordination with LifeSkills services.
Participate in regional and organizational behavioral health, crisis-response, and system-improvement initiatives.
Provide direct client services as needed and perform other duties assigned by the supervisor.
When assigned to ACT: directly supervise ACT team members, coordinate team scheduling and on-call needs, and lead daily team and treatment-planning meetings.
When assigned to ACT: coordinate referrals, admissions, and assessments; oversee medical-record documentation and compliance; support treatment goals; maintain an appropriate caseload; and coordinate transportation and access to community resources and activities.
When assigned to 988/Helpline/RESPOND/CARE: supervise and support call-center shift supervisors, monitor required benchmarks and indicators, and work with quality personnel to improve outcomes and compliance.
When assigned to 988/Helpline/RESPOND/CARE: monitor community-partner agreements, identify service-improvement opportunities, and be available for on-call questions, concerns, issues, or evaluations as needed.
Maintain confidentiality and adhere to regulatory, ethical, and organizational standards; demonstrate respect, compassion, professionalism, and cultural humility.
Work effectively with individuals experiencing behavioral health crises and complex service needs, and provide services in office and community settings as required.